Refund policy

Refund & Return Policy

We want you to shop with confidence. You may request a return within 30 days of delivery, subject to the conditions below.

Return eligibility

  • Items must be unused, unworn, clean, and in their original condition and packaging, with all tags attached.
  • Please provide your order number or other proof of purchase.
  • For hygiene and safety, used pet products cannot be returned.
  • Personalized items and gift cards cannot be returned.

How to start a return

Email info@hidream.co before sending any item back. Include your order number, the reason for the return, and photos if the item is damaged or incorrect. Returns sent without prior authorization may not be accepted.

Return address:
Hong Kong Traverser Trading Co., Limited
Room 5058, 5/F, 45 Hoi Yuen Road
Kwun Tong, Kowloon
Hong Kong SAR

Order cancellation

We process orders within 1 business day. You may cancel an order within 24 hours of placing it, provided it has not yet shipped. If your cancellation request is received before shipment and within this 24-hour period, we will cancel the order and issue a full refund to the original payment method. Once an order has shipped, it must follow the return process above.

Return shipping costs

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Please use a trackable shipping service for returns. HiDREAM is not responsible for return parcels lost in transit.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us promptly at info@hidream.co with your order number and clear photos so we can review the issue and make it right.

Refunds

We will inspect your return and notify you when it has been approved or declined. Approved refunds are issued to the original payment method. Your bank or card issuer may require additional time to post the refund to your account.

Exchanges

For the fastest exchange, return the eligible item and place a new order for the replacement after your return is approved.

Contact

Questions about cancellations, returns, or refunds can be sent to info@hidream.co.